Kitahara Pontiac GMC Buick Inc

Initial Business Response /* (1000, 7, 2016/03/28) */
The first time this vehicle had ever been to our shop(8/27/15)it had 123,798 miles on it and was originally scheduled for a recall. Ms. [redacted] also wanted us to check out the Check Engine light being on. We pulled codes from the computer...

system and it had 1 code in history, P0441. We circuit tested the wiring to the purge valve and then tested the valve itself which failed. We replaced the valve and rechecked the system and all was working fine. total repairs for this were $340.87. Ms. [redacted] returned 10/6/15 with the same warning light on with 124,599 miles on the vehicle. We checked it for no charge and found it now had 3 codes in the history; P456, P0453 and P0441. We again check wiring to the canister controls system and all passed at that time, which leads to replacement of the canister. We replaced the canister, drove vehicle and rechecked, all working normal. Cost for the canister replacement was $607.38. On 11/23/15 at 125,719 miles, Ms. [redacted] returned with the same light on again. We rechecked it at no charge again and found 1 code in history, P0456 leading to an erratic reading at the fuel tank pressure sensor. That sensor only comes with a new fuel tank module. Estimate to replace the module was approximately $685. Ms. [redacted] declined repairs at this time, but returned on 2/15/16 to have the repairs made. Upon rechecking the vehicle it still had the same P0456 in history, but it now had 7 additional codes in the system. The usually only happens when there is a loss of communication with the computer or loss of battery voltage. We had another one of our GM Master techs look at it and he determined that the tank sensor is likely acting abnormal because the battery is not supplying a steady voltage to the computer system. In looking at the battery cables it was determined that the cables were extremely corroded from battery acid and the battery failed a load test. We then advised the customer that the vehicle doesn't need the fuel module, but rather a new battery and battery cables to correct the condition. Estimate for replacement was approximately $777 but we offered her a $155 discount which lowered the cost to $622. The battery and cables are likely causing other problems and need repaired before any further checks are made. Ms. [redacted] stated that she could get the same parts at an auto parts store for 10% of our price. I explained that the parts were not the same quality or fit, but she thought we were trying to take advantage of her. In reality, we were trying to save her money. Yes she can get repairs made with lesser quality parts for less money, but she may have other issues due to lesser quality products. We only sell GM authorized parts because they are designed for the vehicle. She declined the repairs and took the vehicle for we which we didn't charge her anything. The first 2 repairs were not made by guessing. The actual components were tested and failed and then passed when replaced and retested.
Initial Consumer Rebuttal /* (3000, 9, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The car is coding the same codes that were supposed to be repaired. After I attempted to use the warranty, all of a sudden it is something else. Then comes the rudeness, ignoring calls and some way to get more money. I did not expect kithara to do the right thing and refund my money so I could have the car repaired correctly. I should have listened to all of the reviews. After dealing with staff there I was promised a copy of the repair order would be mailed to me. The person helping me did not do the paperwork so conveniently I never got anything. Bottom line is :what I paid you all to fix is not fixed. Claiming it's an "erratic code" is wrong.
Final Consumer Response /* (4200, 13, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I won't argue. Right is right and wrong is wrong. The bottom line is what I paid to have fixed is NOT fixed. You would think that a business would right their wrongs, but in this case, no.
Final Business Response /* (4000, 16, 2016/04/07) */
Drivability concerns are the most complex systems on a vehicle to repair. There are dozens of components in the system and 1 component failure can cause several others. Repair procedures are not just look at a code and replace the part. the same codes can be caused by multiple failures. That's why our techs are highly trained and certified. We don't want to guess at replacing parts. That's why we test components prior to replacement. On the last we were very greatful to see many communication trouble codes in history that were never their before. This is what led to changing further diagnosis until a basic failure was repaired (battery and battery cables). Having us replace them or the customer replacing them himself is their option. We just wanted to be sure they were replaced before any further repairs are made. Those failed components can definitely cause false codes and cause communication failure codes as were present. We offered to recheck the vehicle after those parts were replaced at no charge. Once they are replaced, there could be other issues or everything may work fine, but the prior two parts replaced were not replaced due to false codes. Those components were tested and failed. We have no history of anything done to this vehicle prior so can't elaborate on any repairs prior to us seeing the vehicle for this concern.
[redacted] Buick GMC